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[Return Refund] What are the effective supporting documents I can submit as evidence for my refund/return request?
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Here are the following effective supporting documents that can be essential evidence for the proper investigation of your return and refund requests:
Ordered product(s) with issues
Photo or video of the item/s showing and/or describing the issues upon receipt.
A detailed explanation/description of the problem will help the investigation reach a strong and definitive decision.
Air waybill attached to the parcel received
Photo or video showing the Air Waybill attached to the parcel before opening.
A readable waybill should clearly show the following indicators:
Last Mile Tracking Number [Required]
Order ID or No.
Buyer’s name
Buyer’s address
Seller Details
Non-faded and scannable barcodes
⚠️ Note Here are some guidelines for submitting supporting documents: • Follow the file size limit: 10 MB per photo, 30 MB (up to 1 min) per video • Provide good quality evidence that is visible (not blurry/pixelated) • Provide close-up shots to show defects clearly for damaged products • Uploading video evidence is required for returns of faulty products • Provide chat history or other evidence showing prior negotiation with the Seller, if applicable |
Effective supporting documents will vary according to your selected reason for return/refund. Below are the detailed lists of evidence needed based on the reasons you are selecting:
Parcel not delivered
Buyer doesn’t need to provide any evidence. The investigation will be between Shopee and the Logistics Provider. Buyer may be required to submit a photo of 1 valid government ID as needed.
Damaged item
[Required] Photo(s) and/or video of the product, showing physical damage (e.g. cracks, defects)
[Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable
Product is defective or does not work
[Required] Video of the product, showing it does not work as intended (e.g. electronic device that does not work despite connecting to power source/battery inserted)
[Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable.
[Optional] Photo or video showing the product’s IMEI/Serial number
Expired product
[Required] Photo/s or video showing the expiration date of the item/s received
[Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable.
Missing part of the order
[Required] Photo/s and/or video of the parcel received showing that the products it contains were missing or incomplete upon opening.
[Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable.
[Optional] Screenshot of the Seller’s listing that shows the number of products the Buyer should receive.
[Optional] Photo/s of the Air Waybill (AWB) on the parcel which shows the content/weight of the parcel.
Seller sent wrong item
[Required] Photo/s and/or video of the parcel received and products it contains
[Required for wrong sizes] Photo of the product being measured using a measuring tool (from one end to the other) if the product’s size is wrong.
[Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable.
Counterfeit product - for MALL ORDERS only
[Required] Photo/s and/or video showing that the product/s is/are complete and in good condition
[Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the air waybill (AWB) is readable.
⚠️ Note • For non-receipt cases, buyers may be asked to provide identification documents. Shopee will check with the seller and logistics partner to investigate the issue. • If the seller can provide valid proof of shipment or the item is still in transit, the return/refund request will be rejected. If the item is lost in transit, the buyer will be refunded. |
Learn more about how to upload photos/videos from your device to the Shopee App, why you can’t upload photos/videos onto the Shopee App and how to return and track your order for return/refund.
